Final answer:
To judge the effectiveness of a CRM program, a company can look at customer satisfaction, revenue growth, customer retention, and employee turnover. While employee turnover is less direct, it can serve as an indirect measure influencing CRM outcomes. Option a, b,c,d.
Step-by-step explanation:
The effectiveness of a company's Customer Relationship Management (CRM) program is typically judged by various criteria, and based on the options provided, the following are the four basic criteria:
Customer satisfaction: This involves measures of how happy customers are with the company's products or services. Satisfaction surveys often ask questions similar to the reference provided, gauging a customer's overall satisfaction with the company.
Revenue growth: Effective CRM strategies can lead to increased sales and thus higher revenue for the company.
Employee turnover: Even though this is often considered an HR metric, it can also serve as an indirect measure of CRM effectiveness. High turnover might indicate issues with CRM system usability or training.
Customer retention: Keeping existing customers is often more cost-effective than acquiring new ones, and high rates of customer retention are a strong indicator of successful CRM practices.
It is noteworthy that Employee turnover is generally less direct as a measure compared to the others when evaluating CRM effectiveness; therefore, if strictly considering CRM's impact on customers, you might be more focused on the other three criteria. However, for a broader organizational perspective, employee turnover is still notable.
So Option a, b, c, d.